They completely screwed up the UX in this “update”
Dear reader : please excuse my hangry tone. There are many more things bothering me (same as the rest of us)than this app. BK app just becomes my lightening rod today.
They completely screwed up the UX. It is now hard to customize a whopper. It used to have a simple highlight the topping option. Now it’s a confusing more, regular, light option with pluses and minuses around it. Also I can’t see where my cart is. What have I ordered? I click “order” and I’m dumped back to the beginning “where are you eating today”. Whoever did this UX should be fired. Here are some tips for these amateurs : 1. Have sensible defaults, especially based on what I’ve ordered before 2. Make it clear what my current order state is 3. Make it simple to continue my ordering from my order state screen. You guys don’t understand that UX in a app like this is to guide me to what I want and not throw me curveballs leaving me baffled and frustrate. Don’t you get it that 80 percent of your orders will come from only semi motivated buyers who won’t make an effort to do more? Rigging hoops for us to jump through will lose you business. I literally walked away from a BK because I couldn’t place an order on the phone and get a deal. Why not just order old school? Because I feel disrespected that you destroyed such a great experience. You must not care if you have my business or not. I got pizza instead.
Technical Issues with App
EDIT: I was contacted a day after writing my review. Despite my frustration at the time, I am glad that the BK Team took time to reach out and resolve the issue. Despite the fixes the app may need, their act of taking accountability was superb.
To the BK Tech Team, if you’re reading this please contact me.
I’ve used the BK App for more than a year now and my experiences have varied. There’s been times that I’ve made an order through the app with absolutely no problems. However, there’s been many more times that the app has given me some sort of issue. Based on the reviews, it’s clear that the app needs PLENTY of work.
Now you may be wondering why I decided to post a review until now. That’s because I now have several screen recordings of the app providing issues. Today, specifically, I was using a coupon that required the purchase of another item. The coupon and additional item were visible in My Cart/Checkout (and in the screen recording). However, after paying, the order completely erased the coupon. Given I was on my lunch break for work, it made a lovely afternoon, very inconvenient.
Best coupons, easy to use app
Burger King has the best coupons out of any of its competitors. When I’m in a rough spot I can buy dinner for me and my spouse for 5 bucks (Whopper Jr Meal Deal for 2, Chicken Sandwhicj Meal for 2, etc). They have great breakfast deals too, and you can’t beat 10 nuggets for 1.50. The app definitely gets points for ease of use, customizing your sandwiches is a breeze. You can tap “I’m here” even when you’re not at the restaurant yet, that way your order is ready for you when you get there. This is a breath of fresh air compared to the McDonalds app, which necessitates that you be within range of a restaurant to place an order there, and when you’re using a smart phone or tablet that doesn’t support GPS, or when the app’s GPS tracking is glitching out, your SOL). There aren’t any arbitrary rules that prevent you from using coupons within a certain timeframe. This app gets 5 stars for having good deals and being easy to use.
This app is useless. In order to see the menu, you have to select a restaurant. When you try to select a restaurant, it won't allow you to select a restaurant near you. I've tried at least ten times to select the Burger King that is 2 blocks from my home. The closest Burger King that it will allow me to select is 8 miles away, and is in a part of the city that I never visit. I don't have a car and travel by bus or foot, so prefer to eat in the restaurant... however, that doesn't seem to be something that the BK corporate idiots seem to care about any more. All they seem to care about is directing people to drive to certain restaurants for drive thru service only. As a result I am unable to even look at the menu to see what is available at any Burger King restaurant. Whoever thought that this was good customer service really needs to have his head examined, right before he is fired.
One additional thing... whoever thought of the idea of sending a link to e-mail to log into app, really has no clue. The whole idea of using the app is to make things easy. Now, instead of just opening app on phone... you have to enter number, open web page, open e-mail account, enter e-mail password, open BK e-mail, click on link, and finally get to app. This defeats the whole purpose of having an app. BK just lost another customer...
Loved until I couldn’t.
I live in Astoria, NY which only has one location near my home (3310 Astoria Blvd). The App came in very handy and I went to BK more often being able to preorder deals and pay on my way home from work. This week they decided to remove themselves from the App from this location. What’s to like now?
UPDATE: The location finally agreed to add themselves back to the ‘nearest location’ list, and I enjoyed going back using the money-saving specials. However, the last few months it will not process payments to prepay. I get a message, ‘error retrieving item pricing,’ with instructions to retry. Retrying never works. When to settings and contacted support. I was eventually emailed that I should clear cache and reinstall. It’s all hogwash. Didn’t work. Contacted again and they said they would escalate. That was months ago. Still useless.
The reflection this gives of the Company is really disappointing. BK, please be aware that I spoke to management at my location and they said all their App customers are experiencing this. All those App customers are lost income to your business. If I wanted to deal with lines, I wouldn’t use App. My solution is to simply go to the McDonald’s App which has no technical problems and is down the road nearby. Think it’s time you address it.
No customization for Breakfast items
I was shocked at the lack of the ability to customize your order when ordering breakfast items via delivery. Also, I had ordered two coffees with one being regular and the other being decaf (significant other CANNOT have regular caffeinated coffe), I was further shocked I there was no option to add any creamer/sugar/splenda, just straight up black coffee (McD’s and Wendy’s offers this in their respective apps).
Received my order and to which the two coffees I ordered were not marked on the cups in any way, shape, or form. I know this is error on the employee preparing the order and not the app solely, but there should be a comment section at the very least to further state special instructions for food allergens or the like. So taking caution I tested each coffee to figure out the decaf and thought it was identified.
Nope!....Significant other ended drinking some of the regular caffeinated coffee and that didn’t go over so smooth with the heart rate but she is fine now thankfully. Unless these obvious oversights get resolved, I will skip the blatant hassle and potential danger of using this app until these issues are addressed entirely! I don’t understand, how are these very basic elements absent from your app and as a blatant oversight?!
All in all, absolutely horrendous!
By AZ in KS
I don’t know if they have someone in India or Eastern Europe making their apps anymore, but this app is ridiculous when it comes to the ease of customer use. They ask you to pick a restaurant each time, so you have to go to your favorites and pick one. Then, God forbid, if you have chosen a deal that they are offering, it becomes such a complicated mess that I literally drop off snd start the McDonald’s app. Today I had the misfortune of ordering a deal with other items. I worked through all the hoopla of paying Apple Pay which was approved. Then it tells me that the chosen restaurant would not except my order for some reason. Apparently restaurants are allowed to skip on preparing whatever food they don’t feel like making that day. I had to make a 10 mile trip to two different restaurants, starting the order all over again, fearing that I was going to end up being charged twice, which I’m still not sure about. If they were planning on getting more customers with this app, I think they all need to go back to the business school to learn a new way of doing things. Because what I can tell from my experience, this app is just as bad as the 70’s condiment selection that they offer inside their restaurants, pink sugar substitute and all.
Horrible refund policy and customer service
After I placed a mobile order and my card was charged, the “manager” said the ice cream machine was down and they couldn’t give me the shakes I already paid for. I asked for equal value in food and they refused. I said my credit card was already charged for food items and this individual (who refused to give me her name) said to take it up with the app and closed the drive thru window on me. I sent 3 emails to customer service from the app and have been waiting almost 2 weeks now with no response. This is the 2nd time this has happened and I never got a refund either time (total of nearly $20 charged on the app and no food or response). If you are going to use this app, I highly recommend that you only use it to display coupons prior to payment and not use mobile orders (they literally steal your money).
Update: After weeks passed, I received a message from a BK representative asking to call back to resolve the matter. I called back numerous times only to be sent to a voicemail message box that was “full” (couldn’t even leave a message). I also received an email with a customer service link (link didn’t work) and an option to change my review. I’ll change my review if and when they make this right.
Store Vs. App
So up until recently I have had minor issues. Mainly the app not showing what my actually store has and doesn’t have, the lack of options for a large icee(I know, trivial), other smaller items that I can deal with.
But my last order has made me pretty upset. I ordered a whooper double and an icee, when I hit yo the store both the icee machine and broiler for the burger meat where down. I told the woman at the register that I just wanted a refund, she told me that the store has no control over that and I needed to contact app support. I have since contacted them and they are not telling me that the store needs to give me the refund but if they don’t to contact my bank. Sounds like someone doesn’t know what they’re doing.
I shouldn’t have to contact ANY third party to get my money back. And now that I have this feeling I will not be using the app anymore since I have to call the store to insure that MY MONEY won’t be held up due to bad customer service.
I want to be clear, I am blaming the app. Though the store has broken items, the workers can’t control that. Anyone working in customer service for the app should know how to help me rather than shove me off to someone else.
All I do is wait, wait, wait no matter what.
Having a large family, we’re no strangers to being pulled at the drive-thru while they conjure the order to feed my village. Which is why I wanted to give the app a chance. To know what it feels like to be every Jane, Bob and Harry who simply orders and takes off immediately with food in tow. You know, the ones I rather begrudgingly glare at in the rear view mirror as they drive off while I’m still sitting in the parking lot. I hope you enjoy your whopper, good sir. I’ll get to mine next year! I digress. So as you can imagine, I was ecstatic hearing the good news of such an app! Order beforehand and roll off victoriously in under five minutes? Sign me the heck up, my body is ready!! I regret to inform the inquiring masses that my happiness was short lived and dreams were most definitely shattered. I was still pulled. My wait was longer than usual. And my experience was not magical. I did NOT have it my way, people. Not even with the app. No sorcery here and I am most displeased. I give you three stars because I still acquired my food and I’m ashamed to admit it was delicious.